Which metrics would be most relevant?

The customer wants to measure the effectiveness of self-service options .

Which metrics would be most relevant?
A . Track the number of cases deflected by self-service compared to the total case volume.
B . Monitor customer satisfaction surveys completed after using self-service options.
C . Analyze average resolution times for cases initiated through self-service versus traditional channels.
D . All of the above, providing a comprehensive view of self-service effectiveness and user experience.

View Answer

Answer: D

Explanation:

Measuring the effectiveness of self-service options effectively involves tracking multiple metrics: the number of cases deflected by self-service tools, customer satisfaction ratings after using these options, and comparing resolution times between self-service and traditional support channels. This combination of metrics provides a holistic view of how well self-service options are meeting customer needs and where improvements might be necessary to enhance efficiency and user

satisfaction.

Reference: https://help.salesforce.com/articleView?id=sf.service_channel_analytics.htm